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Industry Research : Enterprises Ill-equipped to Detect and Respond to Public Key Infrastructure (PKI) Degradation or Breach

#contactcenterworld, @keyfactor, @mrb_pr

Keyfactor, a provider in securing digital identities, and Ponemon Institute released the 2020 edition of "The Impact of Unsecured Digital Identities," a benchmark report exploring enterprises’ ability to manage increasing numbers of cryptographic keys and digital certificates securing network connections.

"Connectivity and the number of digital identities within the enterprise has grown exponentially thanks to continued cloud, mobile, DevOps and IoT adoption," said Chris Hickman, chief security officer at Keyfactor. "The complexity of managing those identities while keeping them securely connected to the business has created a critical trust gap – in many cases the keys and certificates designed to build trust are instead causing outages and security breaches."

Digital certificates and keys ensure authenticity across enterprise user, application and device identities. Cryptographic algorithms encrypt the data associated with those identities, providing secure communication and exploit protection. Two-thirds of respondents say their organization is adding additional layers of encryption to comply with industry regulations and IT policies; however, shorter certificate validity has doubled the management workload on short-staffed IT and security teams.

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Additional key findings:

  • Connected IoT increasing risk: 60% say they’re adding additional layers of encryption technologies to secure IoT devices, but 46% admit low ability to maintain IoT device identities and cryptography over device lifetime.
  • A rise in security incidents: on average, organizations have experienced a Certificate Authority (CA) or rogue man-in-the-middle (MITM) and/or phishing attack five times in the last 24 months, with a 40% likelihood of a MITM or phishing attack over the next 24 months; 73% of respondents admitted that digital certificates have and continue to cause unplanned downtime and outages.
  • Staffing shortages: on average, 16% of the IT security budget is spent on PKI deployment annually, yet just 38% of respondents say their organization has enough IT security staff members dedicated to PKI deployment.
  • Cryptography related security incidents undermine trust: 76% of respondents say failure to secure keys and certificates undermines the trust their organization relies upon to operate.
  • Cryptography lacks a center of excellence: Despite the rising cost of PKI and growth of cryptography-related incidents, just 60% of companies have the ability to drive enterprise-wide best practices.

"Our 2019 report was a wake-up call in many ways – it was the first report of its kind to investigate the role that digital certificates and keys play in creating trust inside and outside organizations," said Dr. Larry Ponemon, founder of the Ponemon Institute. "In many ways I was optimistic that we’d see progress this year as more executives invested the resources needed to close the gap between ‘standard practice’ in PKI and ‘best practice’. This year’s report shows that while progress has been made in a few areas, that gap is actually growing wider."

"This report reinforces cryptography’s importance within the security agenda," said Hickman. "In many cases, PKI remains a manual function with ownership split across IT and security teams. Growing connectivity has created an exposure epidemic. Without a clear PKI in-house or outsourced program owner and process to close critical trust gaps, the risk of outages and breaches will continue to rise."

The study was conducted by Ponemon Institute on behalf of Keyfactor and included responses from more than 600 IT and infosec executives and practitioners in the United States and Canada across 14 industries, including financial services, healthcare, manufacturing, retail and automotive.

#contactcenterworld, @keyfactor, @mrb_pr


About Keyfactor:
Company LogoFounded in 2001, Keyfactor is a market leader in comprehensive digital security management.
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About MRB PR:
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Today's Tip of the Day - Customer Interaction Tips

Read today's tip or listen to it on podcast.

Published: Friday, February 14, 2020

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2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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